Help-seeking service system and help-seeking request processing method

[0053] It should be understood that the specific embodiments described here are only used to explain the present invention, but not to limit the present invention.

[0054] Reference figure 1 , figure 1 It is a schematic diagram of the functional modules of the first embodiment of the help-seeking service system of the present invention.

[0055] In this embodiment, the help service system is preferably applied to an e-commerce website, and specifically includes: a help request receiving module 10, a user information search module 20, a help request sending module 30, a reply receiving module 40, and a reply feedback module 50; the help service system It is not only applicable to the entire process of users shopping on the e-commerce website, but also applicable to the process of using the e-commerce product after the user gets the e-commerce product. That is, the user can send questions to the help-seeking service system before and after purchasing the product on the e-commerce website.

[0056] The help request receiving module 10 is configured to receive the first help request sent by the first client;

[0057] In this embodiment, the first client and the second client are only used to distinguish user identities. For example, the first client corresponds to a user who issues a question for help, and the second client is a user who helps solve the problem. In addition, the client is relative to the server where the help service system is located. In this embodiment, the client can be a computer, mobile phone, tablet, etc., and the client uses the Internet or mobile Internet to communicate with the help service system. The server connection can specifically access the help service system through the web browser on the client and the account information of the e-commerce website.

[0058] When the user encounters a related problem in the process of shopping or in the process of using the product, the user sends a first help request to the help request receiving module 10 through the first client. The content and form of the first help request are not limited. For example, the content of the help request is an arbitrary input question or the content input according to the input format provided by the help service system. For example, the form is phonetic, character, etc. Set according to actual needs.

[0059] The user information search module 20 is configured to search for whether there is user information matching the first help request in a preset user information database;

[0060] In this embodiment, the user information database can be set in either the help-seeking service system or the e-commerce website system, which is specifically set according to actual needs. The user information database is pre-set with user information, such as the user's account information, the user's product purchase record, the user's address, and contact information.

[0061] When the help request receiving module 10 receives the first help request sent by the first client, the user information search module 20 searches for user information matching the first help request in the preset user information database. For example, if the first request for help is "the problem of intermittent signal of model A mobile phone", the user information search module 20 searches for whether there is a mobile phone of model A purchased in the user's product purchase record in the user information database; The corresponding user who can provide help was found in the user information database. In addition, if the user information search module 20 finds multiple users who can provide assistance in the user information database, at this time, it can further search for more suitable users who can provide assistance by searching for the user's address, the time of purchasing the product, etc. .

[0062] The help request sending module 30 is configured to send a second help request to the second client corresponding to the user information when there is user information matching the first help request in the user information database;

[0063] When the user information search module 20 finds that there is user information matching the first help request in the user information database, the help request sending module 30 sends a second help request to the second client corresponding to the found user information. In this embodiment, the content and form of the second help request are not limited, and it is specifically set according to actual needs, such as mobile phone text messages, emails, etc. In addition, the content of the first request for help is similar to the content of the second request for help. For example, if the first request for help is "The TV of model C cannot be found", the second request for help can correspond to "the model C purchased by a user" The TV can’t find the station, would you like to help.”

[0064] The reply receiving module 40 is configured to receive the first reply information returned by the second client according to the second help request information;

[0065] After the help request sending module 30 sends the second help request to the second client corresponding to the found user information, the reply receiving module 40 receives the first request returned by the second client after receiving the second help request information. One reply message. The content and form of the first reply message are not limited, and it can be set according to actual needs. For example, the first reply message is "willing to help", or "willing to help, please contact me in 1 hour", or "sorry, can't solve your problem", etc.

[0066] The reply feedback module 50 is configured to provide feedback to the first client according to the first reply information.

[0067] After the reply receiving module 40 receives the first reply information returned by the second client, the reply feedback module 50 will send feedback to the first client according to the received first reply information. In this embodiment, the content and form of feedback sent to the first client are not limited, and the specific settings are set according to actual needs. For example, when the first reply is willing to provide help, the content of the feedback can be the contact information of the user who provided help; when the first reply is that the user cannot provide help, the content of the feedback can be the user who cannot solve the problem. .

[0068] In this embodiment, when a user has a problem with online shopping products, the user sends a request for help to the help service system through the client, and then the help service system searches the user information database to obtain user information that is willing to provide help and can solve the above help-seeking problem. And send relevant reply information to the user, such as sending the contact information of the found user to the user for help, so that the user can directly contact the user provided by the help service system to solve the technical problem of online shopping. The present invention can reduce the investment in the customer service of the e-commerce website to a certain extent, and at the same time allow direct communication between users, thereby helping to improve the user stickiness of the product and the user experience.

[0069] In addition, it should be further explained that, in order to improve the processing efficiency of the help-seeking service system and the recognition rate of the help-seeking questions and reply messages sent by the users, it is preferable that the users input the help-seeking questions and reply information according to the input format preset by the help-seeking service system.

[0070] Optionally, the user information search module 20 is specifically configured to: when the first help request is a voice or a character in a non-preset format, extract a help keyword from the first help request, and search for the user Whether there is user information matching the help keyword in the information database; or when the first help request is a preset format character, obtain the character corresponding to the preset format from the preset question keyword database And search for user information matching the question keyword in the user information database.

[0071] When the first help request is voice, the user information search module 20 first converts the voice information into readable character information by performing voice recognition; then, extracts help keywords from the converted character information. In this embodiment, the help-seeking keywords are preset according to the product name, model, and corresponding questions, and are stored in the database. By matching the converted character information with the help keywords in the database, the help keywords can be extracted into the first help request. For example, if the content of the first help request is "My A brand XX model refrigerator cannot be cooled", the corresponding help keywords can be preset to "refrigerator", "A brand", "XX model", "no cooling" . Finally, the user information search module 20 then searches the user information database whether there is user information that matches the extracted help keywords, that is, searches whether there is information about users who have purchased the same product as the help user.

[0072] When the first help request is a character in a non-preset format, the user information search module 20 processes the character in the non-preset format in the same manner as the above-mentioned processing method for the converted character information, so it will not be repeated.

[0073] When the first help request is a character in a preset format, the user information search module 20 obtains the question keyword corresponding to the character in the preset format from the preset question keyword database. In this embodiment, in order to improve the recognition rate and processing efficiency of the user input information of the help service system, the help service system may preset the first help request option with a preset format and save the corresponding option information to the question keyword database in. For example, there are multiple drop-down lists, for example, the first drop-down list is the type of the purchased product, the second is the specific model of the product, and the third drop-down list is the corresponding problem description. In addition, the problem description can be further subdivided , Such as from the appearance, the corresponding parts and so on. The characters in the preset format corresponding to the first help request sent by the user after the selection is the serial number corresponding to each drop-down list or the characters in other formats, and the user information search module 20 can use these characters in the preset format to solve the problem The keyword database obtains the question keywords corresponding to the preset format characters, and then searches the user information database whether there is user information matching the above question keywords.

[0074] Optionally, the above-mentioned reply feedback module 50 is specifically used for:

[0075] When the first reply information is information for accepting the second help request, send the contact information of the user corresponding to the second client to the first client; or,

[0076] When the first reply information is information for accepting the second help request and additional requirement information, sending the contact information of the user corresponding to the second client and the additional requirement information to the first client; or,

[0077] When the first reply information is information for rejecting the second help request, sending preset reply information to the first client.

[0078] In this embodiment, the content and form of the first reply message are not limited. For example, if the user accepts the second help request sent by the help service system, the first reply message sent by the user can be "willing to accept the request" or "willing to provide "Help" or the second help request sent by the help request sending module 30 corresponds to the user's response format requirements, for example, "XXX question needs your help. Are you willing to provide help? If so, please reply yes, If you are not willing, please reply no." At the same time, after receiving the above-mentioned first reply information sent by the user, the reply receiving module 40 sends the contact information of the user who is willing to provide help (that is, the content of the feedback to the first client is the contact information of the user) to the requesting user , So that users who request help can contact users who are willing to help to solve their problems.

[0079] In addition, further, the first reply message may include acceptance of the second request for help, and may also include additional request information raised by the user, for example, requesting a contact at a certain time, or directly giving contact information, address, etc. If there is additional request information in the first response message, the help-seeking service system also feeds back the additional request information to the requesting user accordingly, so that the requesting user can contact the user who is willing to provide help under the additional request received. In addition, it should be noted that if the contact information of the user is already included in the additional request information, the reply feedback module 50 may no longer need to obtain the contact information of the user from the user information database and feed it back to the first client.

[0080] When the first reply message is that the user refuses the second help request sent by the help service system, the first reply message sent by the user can be "Sorry, can not solve your problem", or "Sorry, it is not convenient recently", etc. At the same time, after receiving the above-mentioned first reply message sent by the user, the help-seeking service system sends a preset reply message to the help-seeking user, such as "Sorry, no user matching the question you provided" and so on.

[0081] Reference figure 2 , figure 2 It is a schematic diagram of the functional modules of the second embodiment of the help-seeking service system of the present invention. In this embodiment, the reply feedback module 50 is specifically further configured to: prompt the first client to send feedback information for solving the problem of seeking help;

[0082] The help-seeking service system also includes:

[0083] The feedback information receiving module 60 is configured to receive feedback information sent by the first client to solve the problem of seeking help;

[0084] The association classification module 70 is configured to, when the feedback information receiving module receives the feedback information sent by the first client for successfully solving the help-seeking problem, compare the information corresponding to the first client in the user information database The user information is associated and classified with the user information corresponding to the second client.

[0085] In this embodiment, after the help service system sends the contact information to the user corresponding to the first client through the reply feedback module 50, in order to further understand the processing result of this help request, the reply feedback module 50 is also used to prompt the first client Sending feedback information for solving the help-seeking problem, that is, the content of the feedback to the first client also includes the above-mentioned information prompting the first client to give feedback. At the same time, the feedback information for solving the problem for help sent by the first client is received through the feedback information receiving module 60, and the feedback information is that the problem is successfully solved or the problem is not solved. If the feedback information receiving module 60 receives the feedback information sent by the first client for successfully solving the help-seeking problem, the association classification module 70 compares the user information corresponding to the first client in the user information database to the second client. The user information is associated and classified, so that when the same type of help appears later, the help service system will give priority to users who have successfully solved the problem for matching. Furthermore, over time, a very large user information database for users to ask for help and help can be formed, thereby improving the user experience of using the help service system.

[0086] Reference image 3 , image 3 It is a schematic diagram of the functional modules of the third embodiment of the help-seeking service system of the present invention. In this embodiment, the help service system further includes:

[0087] The first saving module 80 is configured to, when receiving a request to save the delivery address sent by the user client, convert the delivery address to geographic location coordinates and store them in the user information database in categories;

[0088] The second saving module 90 is configured to record the related parameters of the selected commodities and store them in the user information database in categories when receiving the selected commodity request sent by the user client. The related parameters include at least Purchase time, number of purchases, product category.

[0089] In this embodiment, it is considered that the user seeking help may need a user who can provide help to come to provide help, such as visiting the real object to understand the situation in more detail, or directly visiting the maintenance. Therefore, the delivery address of the user is saved by the first saving module 80, so that the delivery address can be used as a condition for further filtering user information from the user information database, specifically when the first saving module 80 receives the saving sent by the user client. When the delivery address is requested, the delivery address of the user is converted into geographic location coordinates (latitude and longitude) and stored in the user information database by classification, for example, users with close geographic coordinates are classified into one category for storage.

[0090] In addition, in order to establish a connection between the request for help and the user who provides help, in this embodiment, the second storage module 90 records the relevant parameters of the product selected by the user to be purchased, such as the time of purchase, the number of purchases, and the category of the product. The purchase time is the same or similar, the corresponding product production time, product quality and other attributes are relatively close, so some product problems may be the same; the more purchases, the more familiar the user who purchased the product, and the solution to the product Has strong technical capabilities; product category classification can more quickly and accurately find the most matching users. Specifically, when the second storage module 90 receives the purchase request sent by the user client, it records the relevant parameters of the purchased product and stores it in the user information database, for example, classifies users with the same purchase time or time period into one category , Categorize users with the same or similar purchase times into one category, categorize users with the same product category into one category, etc., and store them in categories.

[0091] In this embodiment, the above-mentioned various types of data are classified and stored in the user information database, and the geographic location coordinates are preferably used as the main search index, and the product category, purchase time, purchase times, etc. are automatically stored as the secondary index. With the increase of user data information added to the user information database, more detailed classification can be carried out subsequently, so as to realize the best selection during user matching, and further improve the user experience of using the help-seeking service system of the present invention.

[0092] Reference Figure 4 , Figure 4 It is a schematic diagram of the functional modules of the fourth embodiment of the help-seeking service system of the present invention. In this embodiment, the help request sending module 30 is further specifically configured to: when a shopping settlement or receipt confirmation request sent by the user client is received, send a help invitation request to the user client;

[0093] Although most users tend to help other users who purchase the same product as their own when it comes to whether they are willing to help users who buy the same product, there are also some users who are unwilling or lack the ability to help in this regard. Therefore, in this embodiment, in order to further determine the user’s wishes, and at the same time to further narrow the scope of matching users in the user information database, when receiving a shopping settlement or confirmation receipt request sent by the user client, a help request The sending module 30 sends an invitation request for help to the user client to determine the user's wishes, so that the request for help is sent only to users who are willing to provide help, that is, it is more targeted when sending the request for help.

[0094] The reply receiving module 40 is further specifically configured to: receive the second reply information returned by the user client after receiving the help invitation request;

[0095] The marking module 100 is configured to mark the user information corresponding to the user client in the user information database when the second reply information is information for accepting the help invitation request;

[0096] When the user client receives the help invitation request sent by the help request sending module 30, and the returned second response information is to accept the help invitation request, the marking module 100 will mark the user information corresponding to the user client in the user information database For example, a willingness identifier associated with user information can be set. If a user with the willingness identifier is a user who is willing to provide help.

[0097] The third storage module 110 is used for storing the user's help ability information in the user information database when the second reply information is the acceptance of the help invitation request and the user's help ability information.

[0098] In addition, further, in order to establish more detailed user information, so as to match the questions asked by the helper to a more suitable user, while sending the user an invitation request for help, it can further ask the user whether the user can get help. Ability information, such as "What kind of technical problems are you best at solving", "Have you had any maintenance experience", "What are you most familiar with the technology of this product", etc. When the received second response information is the acceptance of the request for help and the user's help ability information, the user's help ability information is classified and stored in the user information database through the third storage module 110, so as to facilitate subsequent help ability of the user Do further screening to achieve the best match between the help-seeking problem and the problem-solving ability.

[0099] Reference Figure 5 , Figure 5 It is a schematic flowchart of the first embodiment of the method for processing a help request according to the present invention. In this embodiment, the method for processing the help request includes:

[0100] Step S10, the help service system receives the first help request sent by the first client;

[0101] In this embodiment, the first client and the second client are only used to distinguish user identities. For example, the first client corresponds to a user who issues a question for help, and the second client is a user who helps solve the problem. In addition, the client is relative to the server where the help service system is located. In this embodiment, the client can be a computer, mobile phone, tablet, etc., and the client uses the Internet or mobile Internet to communicate with the help service system. The server connection can specifically access the help service system through the web browser on the client and the account information of the e-commerce website.

[0102] When the user encounters a related problem in the process of shopping or in the process of using the product, the user sends a first request for help to the help service system through the first client. The content and form of the first help request are not limited. For example, the content of the help request is an arbitrary input question or the content input according to the input format provided by the help service system. For example, the form is phonetic, character, etc. Set according to actual needs.

[0103] Step S20, searching whether there is user information matching the first help request in the preset user information database;

[0104] In this embodiment, the user information database can be set in either the help-seeking service system or the e-commerce website system, which is specifically set according to actual needs. The user information database is pre-set with user information, such as the user's account information, the user's product purchase record, the user's address, and contact information.

[0105] When the help-seeking service system receives the first help-seeking request sent by the first client, the help-seeking service system searches whether there is user information matching the first help request in the preset user information database. For example, if the first request for help is "the problem of intermittent signal of model A mobile phone", the help service system searches the user's product purchase record in the user information database to see if there is a mobile phone of model A purchased; if so, it will be listed in the user information The corresponding users who can help are found in the library. In addition, if the help-seeking service system finds multiple users who can provide help in the user information database, at this time, it can further search for more suitable users who can provide help through the user's address, the time of purchase of the product, etc.

[0106] Step S30, if it exists, send a second help request to the second client corresponding to the user information;

[0107] When finding that there is user information matching the first help request in the user information database, the help service system sends a second help request to the second client corresponding to the found user information. In this embodiment, the content and form of the second help request is not limited, and it is specifically set according to actual needs. In addition, the content of the first request for help is similar to the content of the second request for help. For example, if the first request for help is "The TV of model C cannot be found", the second request for help can correspond to "the model C purchased by a user" The TV can’t find the station, would you like to help.”

[0108] Step S40: Receive reply information returned by the second client according to the second help request;

[0109] After the help service system sends a second help request to the second client corresponding to the found user information, the help service system receives the reply information returned by the second client after receiving the second help request information. The content and form of the reply message are not limited, and the specific settings can be set according to actual needs. For example, the reply message is "willing to help", or "willing to help, please contact me in 1 hour", or "sorry, can not solve your problem", etc.

[0110] Step S50, feedback to the first client according to the reply information.

[0111] After receiving the reply information returned by the second client, the help service system will feedback to the first client according to the received reply information. In this embodiment, the content and form of feedback by the help-seeking service system to the first client are not limited, and the settings are specifically set according to actual needs. For example, when the reply message is willing to provide help, the content of the help service system feedback can be "the contact information of the user providing help"; when the reply message is that no help can be provided, the content of the help service system feedback can be "no solution Problem user".

[0112] In this embodiment, when a user has a problem with online shopping products, the user sends a request for help to the help service system through the client, and then the help service system searches the user information database to obtain user information that is willing to provide help and can solve the above help-seeking problem. And send relevant reply information to the user, such as sending the contact information of the found user to the user for help, so that the user can directly contact the user provided by the help service system to solve the technical problem of online shopping. The present invention can reduce the investment in the customer service of the e-commerce website to a certain extent, and at the same time allow direct communication between users, thereby helping to improve the user stickiness of the product and the user experience.

[0113] In addition, it should be further explained that, in order to improve the processing efficiency of the help-seeking service system and the recognition rate of the help-seeking questions and reply messages sent by the users, it is preferable that the users input the help-seeking questions and reply information according to the input format preset by the help-seeking service system.

[0114] Optionally, step S20: searching whether there is user information matching the first help request in the preset user information database specifically includes:

[0115] When the first help request is a voice or a character in a non-preset format, the help service system extracts help keywords from the first help request, and searches for whether there is a key word in the user information database that matches the help request. User information that matches the keyword; or,

[0116] When the first help request is a character in a preset format, the help service system obtains a question keyword corresponding to the character in the preset format from a preset question keyword database, and searches in the user information database Whether there is user information that matches the question keyword.

[0117] When the first help request is voice, the help service system first converts the voice information into readable character information through voice recognition; then extracts the help keywords from the converted character information. In this embodiment, the help-seeking keywords are preset according to the product name, model, and corresponding questions, and are stored in the database. By matching the converted character information with the help keywords in the database, the help keywords can be extracted into the first help request. For example, if the content of the first help request is "My A brand XX model refrigerator cannot be cooled", the corresponding help keywords can be preset to "refrigerator", "A brand", "XX model", "no cooling" . Finally, the help-seeking service system searches the user information database whether there is user information matching the extracted help-seeking keywords, that is, whether there is information about users who have purchased the same product as the help-seeking user.

[0118] When the first help request is a character in a non-preset format, the help service system handles the character in the non-preset format in the same manner as the above-mentioned method of processing the converted character information, so it will not be repeated.

[0119] When the first help request is a character in a preset format, the help service system obtains a question keyword corresponding to the character in the preset format from the preset question keyword database. In this embodiment, in order to improve the recognition rate and processing efficiency of the user input information of the help service system, the help service system may preset the first help request option with a preset format and save the corresponding option information to the question keyword database in. For example, there are multiple drop-down lists. For example, the first drop-down list is the type of product purchased, the second is the specific model of the product, and the third drop-down list is the description of the corresponding problem. In addition, the problem description can be further subdivided , Such as from the appearance, the corresponding parts, etc. The first request for help sent by the user after making a selection corresponds to the serial number corresponding to each drop-down list or characters in other formats, and the help service system can obtain and preset characters from the question keyword database through these preset format characters Format the question keywords corresponding to the characters, and then look up whether there is user information matching the above question keywords in the user information database.

[0120] Optionally, step S50: according to the reply information, giving feedback to the first client specifically includes:

[0121] When the reply information is the information for accepting the second help request, the help service system sends the contact information of the user corresponding to the second client to the first client; or,

[0122] When the reply information is the information for accepting the second help request and the additional request information, the help service system sends to the first client the contact information of the user corresponding to the second client and the additional request information. Request information; or,

[0123] When the reply information is information for rejecting the second help request, the help service system sends preset reply information to the first client.

[0124] In this embodiment, the content and form of the reply message are not limited. For example, if the user accepts the second help request sent by the help service system, the reply message sent by the user can be "willing to accept the request" or "willing to provide help" or return The second help request sent by the help service system corresponds to the user's response format requirements, for example, "XXX question needs your help, are you willing to help, if you want, please reply yes, if not, please reply no". At the same time, after receiving the above response information sent by the user, the help service system sends the contact information of the user who is willing to provide help (that is, the content of the feedback is the user's contact information) to the user asking for help, so that the user who sends the request for help can Contact users who are willing to help to solve their own problems.

[0125] In addition, further, the reply information may not only include the acceptance of the second request for help, but also may include additional request information made by the user, for example, a request for contact at a certain time. If there is additional request information in the reply message, the help-seeking service system also feeds back the additional request information to the requesting user accordingly, so that the requesting user can contact the user who is willing to provide help under the received time request.

[0126] When the reply message is that the user rejects the second help request sent by the help service system, the reply message sent by the user can be "Sorry, cannot solve your problem", or "Sorry, it is not convenient recently", etc. At the same time, after receiving the above-mentioned reply information sent by the user, the help service system sends a preset reply message to the requesting user, such as "Sorry, no user matching the question you provided", etc.

[0127] Reference Image 6 , Image 6 It is a schematic flowchart of the second embodiment of the method for processing a help request according to the present invention. In this embodiment, the feedback to the first client further includes prompting the first client to send feedback information for solving the problem of seeking help, and after step S50, it further includes:

[0128] Step S60: When the help-seeking service system receives the feedback information sent by the first client for successfully solving the help-seeking problem, it compares the user information corresponding to the first client in the user information database with the first client. 2. The user information corresponding to the client is associated and classified.

[0129] In this embodiment, after the help-seeking service system sends the contact information to the user corresponding to the first client, in order to further understand the processing result of this help-seeking, the help-seeking service system is also used to prompt the first client to send feedback on solving the help-seeking problem. The information, that is, the content of the feedback to the first client also includes the above-mentioned information prompting the first client to provide feedback. At the same time, the help-seeking service system receives feedback information for solving the help-seeking problem sent by the first client, and the feedback information is that the problem is successfully solved or the problem is not solved. If receiving the feedback information that the first client has successfully solved the help-seeking problem, the help-seeking service system associates and classifies the user information corresponding to the first client in the user information database with the user information corresponding to the second client. , So that when the same type of help appears in the future, the help service system will give priority to users who have successfully solved the problem for matching. Furthermore, over time, a very large user information database for users to ask for help and help can be formed, thereby improving the user experience of using the help service system.

[0130] Reference Figure 7 , Figure 7 It is a schematic flowchart of the third embodiment of the method for processing a help request according to the present invention. In this embodiment, before step S10, it includes:

[0131] Step S01: When receiving a request to save the delivery address sent by the user client, the help-seeking service system converts the delivery address into geographic location coordinates and categorizes them into the user information database;

[0132] Step S02: When receiving the selected product request sent by the user client, the help-seeking service system records the relevant parameters of the selected product and saves them in the user information database. The relevant parameters include at least Purchase time, number of purchases, product category.

[0133] In this embodiment, the sequence of step S01 and step S02 is not limited, and step S01 can be executed before step S02 or after step S02. However, in general, for users who make purchases on e-commerce sites for the first time, they need to provide the delivery address and save it. Therefore, there is no need to save the delivery address again when shopping again later, that is, generally only need to perform step S02 That's it.

[0134] In this embodiment, it is considered that the user seeking help may need a user who can provide help to come to provide help, such as visiting the real object to understand the situation in more detail, or directly visiting the maintenance. Therefore, the help service system saves the delivery address of the user, so that the delivery address can be used as a condition for further filtering user information from the user information database. Specifically, when a request to save the delivery address sent by the user client is received, it will The user's delivery address is converted into geographic location coordinates (latitude and longitude) and classified and stored in the user information database. For example, users with close geographic coordinates are classified into one category for storage.

[0135] In addition, in order to establish a connection between the request for help and the user who provides assistance, in this embodiment, the help-seeking service system records the relevant parameters of the commodity selected by the user to be purchased, such as the time of purchase, the number of purchases, and the category of the commodity. The purchase time is the same or similar, the corresponding product production time, product quality and other attributes are relatively close, so some product problems may be the same; the more purchases, the more familiar the user who purchased the product, and the solution to the product Has strong technical capabilities; product category classification can more quickly and accurately find the most matching users. Specifically, when a purchase request sent by a user client is received, the relevant parameters of the purchased product are recorded and stored in the user information database, for example, users with the same purchase time or time period are classified into one category, and the number of purchases is the same Or similar users are grouped into one category, users with the same product category are grouped into one category, etc., and stored in categories.

[0136] In this embodiment, the above-mentioned various types of data are classified and stored in the user information database, and the geographic location coordinates are preferably used as the main search index, and the product category, purchase time, number of purchases, etc. are automatically stored as the secondary index, so as to facilitate subsequent Quick search and matching of user information. As the user data information subsequently added to the user information database increases, the user information can be subsequently classified in a more detailed manner, so as to realize the optimal selection of users when matching, and further improve the user's use of the help-seeking service system of the present invention. Experience.

[0137] Reference Figure 8 , Figure 8 It is a schematic flowchart of a fourth embodiment of a method for processing a help request according to the present invention. In this embodiment, step S02 includes:

[0138] Step S03: When receiving a shopping settlement or receiving confirmation request sent by the user client, the help service system sends a help invitation request to the user client and receives the user client to receive the help invitation request The reply information returned later;

[0139] Although most users tend to help other users who purchase the same product as their own when it comes to whether they are willing to help users who buy the same product, there are also some users who are unwilling or lack the ability to help in this regard. Therefore, in this embodiment, in order to further determine the user’s wishes, and at the same time to further narrow the scope of matching users in the user information database, when receiving a shopping settlement or confirmation receipt request sent by the user client, a help request The sending module 30 sends an invitation request for help to the user client to determine the user's wishes, so that the request for help is sent only to users who are willing to provide help, that is, it is more targeted when sending the request for help.

[0140] Step S04: When the reply information is information for accepting the help invitation request, the help service system marks the user information corresponding to the user client;

[0141] When the user client receives the help invitation request sent by the help service system, and the response information returned is to accept the help invitation request, the help service system will mark the user information corresponding to the user client in the user information database, for example, you can set The willingness identifier associated with the user information, if the user with the willingness identifier, is a user willing to provide help.

[0142] Step S05: When the reply message is to accept the help invitation request and the user's help ability information, the help service system marks the user information corresponding to the user client, and saves the user's help ability information in categories. In the user information database.

[0143] In addition, further, in order to establish more detailed user information, so as to match the questions asked by the helper to a more suitable user, while sending the user an invitation request for help, it can further ask the user whether the user can get help. Ability information, such as "What kind of technical problems are you best at solving", "Have you had any maintenance experience", "What are you most familiar with the technology of this product", etc. When the received response information is the acceptance of the help invitation request and the user’s help ability information, the user’s help ability information is classified and saved in the user information database through the help service system, so as to facilitate subsequent further screening of the user’s help ability Realize the best match between asking for help and problem solving ability.

[0144] The above are only the preferred embodiments of the present invention, and do not limit the scope of the present invention. Any equivalent structure or equivalent process transformation made using the content of the description and drawings of the present invention, or directly or indirectly applied to other related technical fields , The same reason is included in the scope of patent protection of the present invention.